Contact the desk

The one mailbox

All editorial correspondence goes to [email protected]. That single address covers corrections, questions about a published page and requests to clarify a figure. There is no separate sales address, because the desk does not sell anything.

No response time is promised. Messages are read in the order they arrive, and a correction with a document attached will usually be easier to act on than a general complaint.

The scope of answers: market explanation versus personal trading advice

The desk can explain how gold (XAU/USD) contracts work, how margin is calculated, how leverage of up to 1:500 on standard forex accounts within DFSA/SCA-compliant limits applies to a position, and how platform features behave. It can confirm facts about your account, such as the margin requirement for a 0.10-lot gold position at that leverage, which is about $85.50. It can also clarify funding methods and the regulator caveat that FxPro is licensed by the FCA (UK), CySEC and FSCA.

The desk cannot tell you whether to buy or sell gold, where to place a stop, how much of your capital to risk, or which strategy will suit you. Those are personal trading decisions that depend on your circumstances, and providing them would be personal advice. It also cannot predict prices or guarantee outcomes. Trading gold on leverage carries a high risk of loss, and the desk will not frame any answer as a recommendation or a signal.

If your question is about how a specific charge or credit appears on your statement, the desk can explain the components that make up the cost, such as the difference between the bid and ask, any commission that applies to your account type, and any swap for positions held overnight. It cannot quote a spread, commission or swap figure as a number because those depend on your account agreement and market conditions at the time of the trade.

Expected response time and what affects it

The desk aims to respond to most messages within one business day, but the actual time depends on the volume of queries, the complexity of the issue, and whether your message contains the details needed to investigate. Messages that arrive with a clear subject, account number and supporting screenshots are usually answered faster because they do not need a follow-up. There is no guaranteed response time, and the desk does not promise a fixed number of hours.

Response times are typically longer outside UAE business hours, during major market events that affect gold, and on public holidays. If your query requires checking with a platform provider or a payment processor, it can take additional time. The desk will acknowledge receipt if the matter is complex, but it will not send holding messages for every query. You can help by not sending duplicate messages, which can slow down the queue.

The response time also depends on the channel you use. The single mailbox is the only accepted contact route, and messages sent to other addresses or social media are not monitored for support. If you need to send a follow-up, reply to the same email thread so the history stays together. The desk does not provide live chat or phone support for these queries, so email is the only way to get a written answer.

What makes a message answerable: the details that matter

A useful message states the subject in the first line, gives your account number if the query is account-specific, and describes the issue in plain language with dates, times and amounts. For gold (XAU/USD) queries, include the lot size, the price you saw and the platform. For funding queries, include the method, the amount in AED or the currency sent, and the reference number. Without these, the desk may need to ask for clarification, which adds a round trip.

Screenshots are helpful when they show the full window, including the platform name, the account number and the timestamp. Do not crop out the surrounding context. If you are reporting an error message, copy the exact text rather than paraphrasing. If you are reporting a price difference, state whether you are comparing the bid or the ask, and whether the chart was set to a specific time zone. These details let the desk reproduce the issue.

Avoid sending multiple emails about the same issue, as this can split the conversation and delay a answer. Do not include passwords, full card numbers or sensitive personal documents in the first message. If the desk needs additional verification, it will ask through the same mailbox. A clear, single message with the relevant facts is more likely to receive a complete answer on the first reply.

What is not accepted

No guest posts, no sponsored reviews and no paid placement at any price. A broker cannot buy a mention, a rating or a position in a comparison, and an offer to pay for coverage is declined without negotiation. Affiliate links are the only commercial arrangement, and they are disclosed where they appear.

Press releases, link exchanges and content proposals are not accepted through the editorial mailbox. It exists for readers, not for outreach.

What to include when your question is about gold pricing or platform access

For gold (XAU/USD) pricing questions, send the exact timestamp, the platform name (MT4, MT5, cTrader or FxPro Edge), the order or ticket number if you have one, and the price you saw versus the price you expected. One pip on gold is 0.01, and one standard lot is 100 oz, so state the lot size and whether you mean the bid, ask or last traded price. Without those details the desk cannot match your query to a server log or a chart snapshot.

For platform access issues, include your account number, the platform, the exact error message or a screenshot, the device and operating system, and the time the problem occurred in UAE time. If the issue is a login failure, say whether the password or the server name is rejected. If it is a chart or order-ticket problem, note whether it happens on demo or live. These details let the desk distinguish a local connectivity problem from an account or server-side setting.

For funding questions, state the method used (card, bank transfer or e-wallet), the amount in AED or the currency you sent, the date and time of the transfer, and any reference number from your bank. For local UAE bank transfers, include the sending bank name and whether the transfer was same-day or scheduled. Do not send full card numbers or passwords; the last four digits and the transaction reference are enough for the desk to trace a payment without exposing your credentials.

How a correction request is handled once received

A correction request is logged and reviewed against the original message and any supporting evidence you provide. The desk checks whether the correction concerns a factual error in the content, a misunderstanding of the facts, or a change in circumstances. If the request is clear and specific, it is passed to the editorial or support team responsible for that content. The desk does not amend content directly from the mailbox; it routes the request to the correct owner.

You will receive an acknowledgement if the correction is accepted for review, but the desk does not promise a timeline for the final decision. The review considers the facts available, including the regulator caveat that FxPro is licensed by the FCA (UK), CySEC and FSCA, and the instrument details such as gold (XAU/USD) with 1 lot = 100 oz and pip = 0.01. If the correction is rejected, the desk will explain the reason based on the facts it holds.

A correction request is not a complaint about your account or a trade. If your message is about a specific order, a charge or a platform error, it is handled as a support query, not as a content correction. The desk will redirect it to the appropriate support process. Correction requests are only for factual errors in published material, and they are prioritised separately from account-related issues.

What the desk will help with

The desk will help with the content it publishes: a figure that looks wrong, a page that is unclear, a broker term that has changed since the date recorded. It will also point a reader to the part of a broker's own document that explains a cost, where that document is public.

It will not help with account problems, will not attempt fund recovery, and will not give personal advice on whether to trade, how much to trade or which position to take. Those requests are outside what an editorial desk can do, and answering them would mislead the reader about what this site is.

What the desk cannot do and where those requests belong

The desk cannot access your trading account, reset your password, change your leverage settings, or recover funds. It also cannot provide personal trading advice or recommend a course of action for a specific trade. Those requests must go through the official account support channels provided by FxPro Global Markets MENA Ltd., the entity that serves the UAE. The mailbox is for content and general queries, not for account administration.

For account access issues, funding problems or disputes about a trade, contact FxPro directly through the support options listed on your account statement or the platform. The regulator caveat that FxPro is licensed by the FCA (UK), CySEC and FSCA is relevant to how complaints are handled, but the desk cannot escalate a case on your behalf. It can only point you to the correct channel.

The desk also cannot answer questions about bonuses, promotions or minimum deposits because those depend on your account agreement and are not part of the published facts. It cannot confirm a spread, commission or swap as a number. If your question requires a figure that is not in the published material, the desk will say so rather than guess. This keeps every answer grounded in the facts that are actually available.